Service Resource Partner

Job Description

Why BT?

We’ve always been an organisation with purpose; to use the power of communications to make a better world. You can trace this back to our beginning as pioneers of the world’s first telecommunications company. At our heart we’re a technology company with research and innovation in our bones and a desire to be personal, simple, and brilliant for our customers - those are the values we live by whilst also creating an inclusive working environment where people from all backgrounds can succeed.

Our pursuit of progress over the past 180 years has established BT as a strong, successful brand, with huge scale capable of achieving great things. From supporting emergency services, hospitals, banks and keeping economies around the world online, safe and secure, to delivering large scale technology infrastructure like the creation of BT Sport.

Today in this fast changing, always on, digital world our purpose remains true. Yet the market conditions, regulation and competition we face are tougher than ever before. So if you have the drive, optimism and resilience to help propel us forward we’ll offer unrivalled personal development, a wealth of opportunities to learn, experience new things and pursue new careers. If that’s you and what you’re looking for, we’d love you to be part of our future.

Why Global?

With customers in 180 countries, we're a leading global business communications provider. We have thousands of people serving multinational companies, providing the services they need to create the digital transformation of their businesses.

Thanks to our portfolio strategy, coupled with our Transformation programmes, we provide high-performance, integrated and secure network and IT infrastructure services to global customers. It means our customers can connect easily and securely to the applications and data they need, wherever they are in the world. With our SIMPLIFY strategy we are moving to will help create a better future for Global and our people. With a business focused around a global customer base and a portfolio of scalable repeatable solutions, supported by outstanding customer service and market-leading security.

To deliver it we need to focus where we can be brilliant, be more straightforward to do business with and meet customer needs with greater agility. This will help us to become a more profitable, predictable and customer-focused business.

Why this job matters?

Our ability to Transform BT due to our changing and turbulent business landscape is challenging. BT needs to fundamentally rethink the approach to the workforce, work and the way we operate to drive organisational success. As the next wave of digital disruption technologies take hold (eg, AI, robotics) new evolving, quick paced external workforce trends (partnerships, working patterns and preferences) – we need to plan for and adapt quickly to be competitive.

The role holder is the process owner for front door demand requests into the Service organisation. Accurate demand management is critical to Service as our resources are both revenue generating and customer facing therefore we have direct accountability to deliver strategic performance. The role holder will be a subject matter expert in Service outcomes with knowledge of existing front door processes and ideas on how these can be evolved via collaboration with key stakeholders to deliver a best-in-class experience for all process users.

What you’ll be doing – your accountabilities

• Accountable for a given number of demanding service or vertical directorates, ensuring governance and grip on all things resourcing knitting together demand, supply, transformation to communicate outcomes at a Director and MD level, including financial and people impacts.
• Ensuring that end customers, whether contract or product aligned, receive the service they have requested and the right price point for the business (right resource, right place, right skills, right cost)
• Build collaborative stakeholder relationships with all functions delivering Service capability, within and outside of their focus directorates to optimise the effectiveness of resourcing and represent resourcing needs with Finance and HR partners and key stakeholders such as MU & product line
• Lead by example, setting the pace and direction across the team
• Collaborate with peers and highly motivated stakeholders to ensure consistency of approach and outcome across all directorates within BT Business
• Take well-evaluated risks and be audacious in making decisions and taking action
• Challenge all operational & professional functions delivering Service capability to optimise skills, utilisation, and cost effectiveness of all resources aligned to their channel
• Direct, influence and impact of complex multi-functional operational or vertical teams of up to 8,000 people on a global basis, underpinning TLR / TLC / EBITDA outcomes in current financial year and across the medium term plan
• Advise, inform and give direction on business impacts of end-to-end resourcing decisions

Skills required for the job

• Knowledgeable in business strategy and the drivers of organizational performance, including drivers of customer demand from new and existing customer bases, people drivers of performance and financial literacy
• Being receptive and proactive to organizational challenges with intimate knowledge of business units. Acting as partner with operational teams for their end-to-end resourcing needs
• Depending upon the directorate, will require Security clearance up to DVV level and an understanding of the associated responsibilities and obligations
• Knowledge and experience of best-in-class resource planning
• Storytelling with data: strong skills in building the case for change, drawing on data and analytical techniques where appropriate, and communicating this to business audiences
• Ability to process complex ideas and think logically; perceives and understands others
• Proven ability to execute plans under difficult circumstances; confronts and resolves conflict; demonstrates high energy
• Ability to lead virtual teams through transformation and continuous change
• An excellent communicator who works highly effectively with sales, markets, and operational leads to ensure demand in the channels matches service resource.
• Acts with integrity and takes responsibility for own actions and responses

Experience you would be expected to have

• Planning, forecasting, and scheduling across large service organizations
• Desirable Professional Planning Forum accreditation to Specialist level
• Experience of engaging with B-level stakeholders within the business to understand their organisation and customers and work collaboratively on resourcing impacts and solutions

Teamwork is the key to our success. You’ll fit right in our team of professionals from a wide variety of backgrounds all driven to make a real difference for BT Business

Additional allowances and benefits

• Bonus
• Company car or car allowance
• Health Insurance
• Cafeteria
• Smart working allowance